Service Center Manager

Service Center Manager

Requirements

• Undergraduate degree in a related field or equivalent combination of education and work experience that provides the knowledge and abilities necessary to perform the work
• Any combination of four or more years in customer service, inside sales and/or warehouse services in a position with increasing responsibility, to include demonstrated leadership/supervisory experience
• Demonstrated competence in the use of computers and software applications
• Demonstrated ability to communicate and promote ideas and transfer detailed knowledge to others
• Ability to effectively present information in one-on-one and small group situations
• Willingness and ability to be on call as needed to provide 24-hour service to customers
• Willingness and ability to travel within and outside Service Center area, with occasional overnight stays
• Valid Driver’s License with the ability to meet the MRC Global vehicle policy
• Certification or ability to be certified to operate fork trucks, overhead cranes, and other heavy equipment

Responsibilities

• Engage employees in understanding, ownership, and compliance with all safety guidelines; drive a rigorous approach to the identification and correction of hazards, evaluation of risks, and implementation of prevention and control measures
• Ensure all required incident reporting is performed in a timely manner using appropriate process; Oversee the implementation of corrective measures arising from incident investigation and hazard reports
• Prepare the Service Center cost budget and monitor expenditures to ensure compliance
• Monitor work-flows throughout the Service Center to ensure timely accomplishment of service, warehouse and logistics duties
• Track KPI’s that measure inside sales and warehouse efficiency and the quality and timeliness of customer service. Take action to drive continuous improvement and address shortfalls
• Ensure cycle count programs are executed according to plan
• Lead employees to anticipate and solve problems and plan for workload changes
• Motivate and challenge employees and encourage growth and development; Promote strengths; address weaknesses
• Set clear expectations and measure results. Communicate consistently. Provide timely, candid feedback and hold people accountable
• Identify and initiate or obtain training required for employee success in performing duties
• Maintain confidential information pertaining to normal supervisory duties
• Administer, communicate, and promote awareness and compliance with MRC policies, procedures and expectations to all employees, to include strict enforcement and compliance with DOT and SOX compliance guidelines
• Develop annual Service Center business plans to identify service and efficiency improvements
• Control, perform or oversee inside sales activities including quoting, sourcing materials customer service, purchasing, inventory control, shipping and receiving, or support to sales personnel
• Share market intelligence and sales opportunities with Regional Sales personnel
• Coordinate with regional and corporate sales resources to deliver service required to support new business
• Lead the Service Center Location to deliver on the service, support, and strategic needs of Corporate accounts
• Identify and implement solutions to customers’ needs. Work with Regional Sales and National Accounts to determine how to charge the customer for additional service
• Develop and maintain standards that deliver service excellence
• Lead the resolution of Accounts receivable issues that are preventing MRC Global from collecting payment for goods and services provided
• Communicate honestly and consistently to reaffirm MRC’s reputation for ethical and dependable partnership
• Establish a friendly and effective working relationship with customers and internal partners through in-person visits, written and verbal correspondence, and other effective interpersonal skills
• Keep management informed of the area’s performance; provide advice on those matters that are mutually pertinent
• Manage confidential information appropriately, to include pricing and contract information, resale costs, and expense items
• Carry out other duties within the scope, spirit, and purpose of the job

Preferred Qualifications

• Must have the ability to provide documentation verifying legal work status
• Ability to read and speak the English language proficiently in order to communicate with others; to understand and interpret safety instructions; and to respond to inquiries
• Ability to understand and comply with MRC Global guidelines & expectations, to include Code of Conduct and Conflict of Interest guidelines.